I've been a costumer of Gene Messer since I bought my new truck back in 2013, and up until the summer before last I had no issues, regular maintenance and inspections were great. Then I had to have my truck into the body shop for some pretty extensive work on the front end,I specifically asked it be sent there because it was my dealership, the truck was still quite new and I figured they'd be my best bet fro OEM parts and up until then, great service seemed the norm. But I had to bring my truck back in 4 times before they finally wrapped up all the details, after it had supposedly been "completed."
Then about a month ago, I had my passenger side window busted out, I was travelling and needed the window fixed immediately, so I had it done elsewhere, But they said it would be better to go to the dealer to make sure the tint matched. So I called in explained what I needed, a new window needed the tint matched, they asked me to come in, so I did, they quoted me about 35 dollars and then decided to tell me that there tint guy wouldn't be in for a few days, which they could have easily told me over the phone, instead of wasting my time. Then I go back to get it done, along with my usual oil and filter change and regular maintenance, but when I check my bill I see that they charged me well over 60 dollars just for the window tint, ridiculous, Also as a side I was told that they would wash the vehicle for me since I had an issue prior, they did not.
I then received an email survey and I conveyed to Ford my disappointment with that service, Then weeks later Ford follows up to ask if Gene Messer had reached out to me to make things right, and I could only respond that I had not heard a thing from Gene Messer.
Then today, I notice I have a coolant leak, I find the origination point, do a little research, find its a common issue with my make and model, I call to explain what the issue is and get a quote, but they say they have to look at it and cannot quote over the phone. Fine, I ask if I could bring it in. They say sure they look up when there may be an opening, they ask if I can be there in 15 minutes, I say sure and head out from work. I get there, the customer agent looks me up sees I have set up an appointment to have my truck looked at, then tells me it would be 2 days before they could see it and that I would have to leave my truck there to be "in line".
I promptly replied no, I cannot be without my primary source of transportation for 2 days just to have them look at something that I already have identified, and they could fix in 45 minutes. And also I ask why would they ask me to come out if they could not look at the vehicle for 2 days? They respond that I had probably been talking to a call center, which may be, but I doubt it, and even so they should have a system of communication to prevent these sorts of issues.
So I left, I took my truck to a very good reliable shop here in Lubbock that I knew could do the work, and 45 minutes after I dropped it off, my truck was back in my possession repaired. So I am just about fed up with the lack of customer service that I seem to be getting lately with Gene Messer. I would say unless it is a warranted issue that they should have to fix, take your business elsewhere, I can point you to at least one better place.